Business Profile

Home Builders

Pulte Group

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Complaints

This profile includes complaints for Pulte Group's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

560 total complaints in the last 3 years.
152 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:09/28/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
When we moved into this new build in 2018 a month after the roof in the same photo decided it would leak!!! They sent someone out and said hey its all good well lets fast forward to today!!! Same issue , same exact location , water collecting in the drywall , dripping onto the floor below! For a $450k house they need to actually rectify this issue and fix it Correctly as I dont wish to live in a house that was not built to code
Business Response
Date: 10/06/2022
We are inspecting the home to see if this was related to the recent named storm or if this is a repeat install issue. Either way were are going to do our best to rectify the issue. With the influx in claims/concerns after this recent hurricane we are trying to get items like this looked at and diagnosed as quickly as possible.
Customer Answer
Date: 10/06/2022

Complaint: 18144499

I am rejecting this response because:
this House was built brand new in 2018. Its the same place, same issues with the water leaking from when we first moved in and there was no hurricane during that time when we moved in so to use that as an excuse is awful. Yes a lovely gentleman came over and saw the water issues and even he was confused why so much water is getting in from the roof so they are to send a roofer over when they can. But Pulte is the worst builders we have had. If anyone can see this msg on a review NEVER BUY FROM THEM

Sincerely,

***********************************
Business Response
Date: 10/19/2022
We are working toward getting the claim from the named Hurricane (***) taken care of for them. We will make sure the claim is handled 100%
Initial Complaint
Date:09/26/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been treated unprofessionally throughout this process. I believe the terms were never fully explained and as i asked questions there was several answers given depending on who answered. They are holding my ******* money hostage while toggling me between the builder and mortgage with no info. I call to get answers and no one returns my messages. I need help with this as i have come to my **** end.
Business Response
Date: 10/03/2022
Good Morning,
I will be responding on behalf of PulteGroup. Due to the financial nature of the compliant I will not be disclosing details that I would normally do. This is because I should not and do not have them.
According to my records the customer has not been informed that they do not quality for a mortgage with Pulte Mortgage Company (PMC). Escrow payments are only refundable if the customer is unable to achieve approval for a Mortgage. We have reached out to her with the Regionally Rep for PMC, ****. **** has informed us that the she has worked out the issue with the customer and that the customer now wants to move forward with the purchase of a Pulte Home.
We look forward to providing the customer with a quality home that she will hopefully enjoy for years to come. Please reach out if you need any further information.
***********************
Director of Build Quality for PulteGroup *******
************
Initial Complaint
Date:09/25/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We have had a window leak that last 8 months, the leak was finally repaired. After repairing the leak they put on new hardy siding and the window sill inside was never replaced. There is also a large black streak of paint down the white side of the house that they said they would repaint and has not happened. They still have not completed the punch list from the 1 year walk through. I have an email chain that dates back months with no reply from the service manager that coordinates these activities even after I have emailed them multiple times. My request is just to finish the house we have bought for our family, this is a simple list of items.
Business Response
Date: 10/03/2022
October 3, 2022

*********************************
Customer Experience Specialist
********************** of *******

RE: Case ID: **************

Dear ******************,

We are in receipt of the above captioned case regarding warranty service obligations for this home in our ********** Market area.

Pulte Home Company, LLC is in agreement with the consumer that several open service requests for this home are not complete. Our ******************** Manager, *********************, spoke to ************************* on Monday, September 26th and discussed the open items they need to have corrected. ************************* sent additional photographs on Friday, September 30 to provide more detail. ************** is currently scheduling the appropriate trade partners to correct the Lazarevskis concerns and will communicate the schedule as soon as it is set. The following items were identified as needing additional work:

1. One of the bedroom doors does not shut.
2. Outside trim where the window was replaced needs be painted
3. Side of the house that has black streaks running down from the windows needs painted
4. We also need the inside trim replaced, painted and finished from the window replacement.
5. The nail pops still need to be repaired and the trim needs caulked in multiple places.

Pulte Home Company, LLC provides a robust and far-reaching warranty on the homes it builds and maintains an excellent reputation for building quality homes and providing quality service after closing in the *********** Market area. Pulte Home Company,LLC is committed to the same quality and service on this home.

Sincerely,
****************************
Division Claims Manager Coastal Carolinas Division
****************************************************
************
Initial Complaint
Date:09/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We closed on a new home July 2021. In October 2021, we made Pulte aware of a leaking shower due to poor workmanship. The majority of work wasn't completed until May 2022. Pulte has trim work to install above the shower due to additional poor quality of work and a 1 inch caulk line at the ceiling around the shower. The shower door was installed on the wrong side and it sprays water on us every time we turn on the shower. We also had our 1 year walk through for additional workmanship issues. Only about 1/3 of the issues were resolved due to the lack of communication with Pulte reps and with their low quality sublet companies. Pulte still needs to address a low spot in the floor in my kitchen, the trim work in the bathroom, and pooling of poly/trim/caulk on stairs. I will attach photos. There are other items I have already taken care of or will take care of on my own, but I have zero confidence this will be fixed right. It has almost been 1 year since the shower issue was first brought to your attention and it is still pending. Also, the guy who tried to fix the stairs told me to fix the crack on my own and get wood filler. I have purchased $50 in PVC trim for the bathroom I will like to be reimbursed for. I purchased on my own after months of trying to get someone to come out and fix. I will also be more than happy to submit reimbursement for my labor costs as well. I will include some photos to reference. The lack of professionalism, communication, and quality are mind boggling. Please honor your "warranty" as stated in the contract. I assume the lack of urgency is retaliatory from the survey I submitted. If you cared about the customer as much as your survey and bonuses, your company would have a better reputation. It's amazing how everything went downhill after I took the survey.
Business Response
Date: 09/29/2022
I will be contacting the Georgia division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.

For your convenience, please use the local Georgia team contact information below to address your home concerns.
**************
*****************************************
Initial Complaint
Date:09/23/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Prior to the expiration of my 12 month warrantee, it was brought to the attention of Pulte warrantee management that a bathroom window was scratched and needed to be replaced. The warrantee representative acknowledged the damage , need to replace, and confirmed it would be done. This was in 12/2021. Since that time, numerous emails, text messages, and phone calls have been made to the warrantee representative without any response. It is currently 9/23/2022. Pulte seems to take the approach of ignoring the obligation with the hope it will go away. Very poor customer and warrantee service.
Business Response
Date: 09/27/2022
Hello,
Please accept our apology for this oversight and missed messages. We are going to replace this window as you had expected. Our customer care manager has lined up the window and is attempting to reach you to schedule the required work. Thank you.
Customer Answer
Date: 09/27/2022
I will respond back to BBB when the actual work has been completed in a professional manner. Thank you.
Initial Complaint
Date:09/22/2022
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 21, 2022 i apply to buy a house at ***************************************** at $418, 000. i pay my ******* money $2500 05/21/22. everything went well when the appraisal came it was the first one was $335,000 but the house was being built so ok, then they did a second 06/04/22 which came at $370,000 and the house was already completed, i call them and told them that i cant buy a house that is $48,000 under. They said they will see what they can do but that is a new house and etc. a manager spoke to me saying that they can go down a couple of thousands, i ask them i would continue with the purchase if they sell the home at the appraisal value, they refused saying the *** they can try was to meet half way which would still have being $24000 and it was not guaranteed. on the contract it states that if a house doesn't meet the appraisal value a person can back tract a contract without losing the ******************. i was willing to buy the house at the appraised value but they refused and they didn't refund me the $2500 i paid and want this refunded to me, is my money and is not my fault that the home didn't appraised. i think they overpriced the home. please help me to get my money back.
Business Response
Date: 09/29/2022
I will be contacting the Central ***** division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.

For your convenience, please use the local Central ***** team contact information below to address your home concerns.
**********************************************
***************
Customer Answer
Date: 10/03/2022

Complaint: 18061366

I am rejecting this response because:
I have not being contacted by anyone to resolve my issue.

Sincerely,

*************************
Business Response
Date: 10/07/2022
Thank you for making me aware of the delay in communication. I am always happy to assist. I have reached out to the leadership team within your local division to contact you as soon as possible.
Customer Answer
Date: 10/07/2022

Complaint: 18061366

I am rejecting this response because:
I am still not happy with the response from the business because how can you buy a home that is not worth it what youre paying on this market you either have equity or at least be equal in value, but not be in a hole or be under equity which causes that if you sell that home you will be loosing money.
Sincerely,

*************************
Customer Answer
Date: 10/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
Regards,
*************************
Business Response
Date: 10/10/2022
Better Business Bureau:
I would like to reject the offer of Mediation for complaint ID *******
Initial Complaint
Date:09/21/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We bought a new House from Pulte Homes last year. It is located in *********************** community in ****** *******. The house was closed on Jun. 15th, 2021. Pulte is promised to provide ** one-year inspection and repair before Jun 15th, 2022. We started to talk with Pulte about the one-year inspection in May 2022. In the beginning, Pulte kept changing the inspection time. Recently, ******* who is from Pulte said that they don't have staff available and don't respond to my email. We don't know how long I have to wait.
Business Response
Date: 10/12/2022
Emailed homeowner and connected them to our new ************* Manager ******* to schedule their BTL walk through to go over their warrantable concerns.
Initial Complaint
Date:09/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The lot on the right side of the building is always drenched regardless of the weather. The irrigation system on that zone has been off for months but it is still soaking wet. Pulte checked our meter and there was no leakage. They reffer to it as a normal issue. We find it hard to trust their judgment since there have been several mistakes Pulte has made during building our home. They had FORGOTTEN to connect the hot water and we had only ice cold water for a few weeks in winter before they finally admitted it and had it fixed. The ** upstairs would not work properly since they had not connected the wires correctly. The roof collapesd after first winter storm while they were building the house and the only answer we recieved to our concern was " We are humans, not robots"!. The floor in master shower is not level and it takes 10 minutes for the water to drain after every shower. Several pieces of the laminates detached during first six months and they referred to it as a "normal" issue. Most of the ceiling sprinklers were either loose or totally broken ,and they did not fix them until one of them fell off in the midnight. The fact that all the dissatisfaction or even complains should go to the same team that has actually built the house, is so disappointing. This circle puts them in a position to address the residents' concerns with the least consideration and respect and to quote " this is the last time we are repeating this to you". It is expected of such popular company as Pulte to have the head quarter representative investigate the issues when they are repetitive in several homes in one area and is sabotaging the company's reputation
Business Response
Date: 09/21/2022
Good Afternoon,
We have met with Mr. and *************** several times with their complaints on the right side of their home being wet not only due to lack of sun, but also now due to their irrigation company digging trenches in their yard for their irrigation which caused damage to the right side swale where water is holding. The irrigation company not only improperly put the irrigation piping in the swale when they should not have, but they also put humps in the swale by not putting the grading back to a proper fall. The humps are causing water to hold instead of drain to front and back of home as it originally was designed to. Additionally, the Pulte warranty for grading that I have attached here states clearly that the warranty is voided for areas of grading where 3rd party work has been completed at the home after closing of the home. We have helped with their yard as much as we possibly can at this point despite some issues being voided by that work that was completed by the irrigation vendor. With regards to the other stated issues, the Seifis unfortunately have had issues that have occurred. Pulte has though come back to fix all warrantable issues in the home and even corrected some issues that were not truly warrantable. Pulte is very sorry to the Seifis that they have had the issues in the beginning that they had to experience, but the ************* and ********************** team have tried their best to go above and beyond for the Seifis. Please let us know if any further information is needed here from Pulte. Pulte will continue to correct any warrantable items they may have with their home. Have a great day.

Regards,
*****************************
Resource Planning Manager :: ********* Division
DIRECT :: **************
100 **************, Suite 100
*********, ** 37027
********************************************************
Initial Complaint
Date:09/14/2022
Type:Order Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 9/19/2021, we signed a Home Purchase Agreement with this company for a home to be built in **************************************************************. A deposit of $29,765.00 was required of us in a very one-sided agreement (we did not know how unfair it was until recently). The closing was delayed due to defects and failure to have the house ready to occupy. When it was time to close, there were observable defects and shoddy work; we hired an inspector who found many problems including some that are a danger to senior citizens, like us (including a back step on loose dirt, protruding nails). There was missing insulation, no handles on the cabinets, no lockable k**** on the bedrooms, loose and ill-fitting plumbing waste pipe in the laundry room, gap around the **** piping which could allow rodents, screws missing from the electrical panel, and much more. The Seller does warrant against defects in workmanship and materials, but they have refused to even respond to us. They refuse to return any part of a nearly $30,000 deposit, which cannot be justified. We want our deposit and we want others to be aware of the shabby way this company treats people, especially senior citizens.
Business Response
Date: 09/22/2022
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

I will be contacting the Pulte ************-********** division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.
Initial Complaint
Date:09/14/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Pulte is one of the worst home builders. We built our house in 2018 with them, we were so excited only to be met with multiple disappointing events. First, our "upgraded carpet" has been falling apart since the first few months we moved in, we have had the company that the carpet came from come out and look at it and attempt to "repair" it multiple times with no success. It is now currently duct tape down. At one point a person said it was the vacuum we were using that was destroying a section of the carpet. Second, we had an electrical outlet covered up by drywall that wasn't discovered until we had another outlet that would not work. We've had wires blow in our fuse box, talk about a fire hazard. The most recent and disappointing event that happened was with our 4 year old air conditioning unit, it was leaking water. We called the appropriate company, American Air, to come out and look, only to be told that there was a pipe clogged from dust and debris all starting with the house being built. So there has been nothing but dust and who know what floating around our air due to improper cleaning and protecting of the unit when it was originally built. Even better, since it was considered a "maintenance" issue that the repair guy needed to "rig a part to clean" it was not covered under the warranty. I am so disappointed in the quality of home that we spent a large amount of money on to build to only be met with a lot of s***** parts, and s***** work that was done. Maybe if pulte would spend more time building these homes people would have better quality. Instead we just have expensive SHIT!! DO NOT BUILD WITH PULTE!!!
Business Response
Date: 09/22/2022
I apologize for the frustration you have experienced. I can assure you the team will work diligently to review this concern.

I will be contacting the Columbus division leadership now regarding your concerns. The leadership team will evaluate your concerns and have the appropriate person follow up with you within 2 business days.

For your convenience, please use the local Columbus team contact information below to address your home concerns.
*************
******************************************

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Pulte Group is NOT a BBB Accredited Business.